Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Migrations

The cloud awaits. From on-premises to cloud, cloud to cloud, or from one Genesys solution to another — we’re here to guide you through the process and make sure it’s a smooth move. Learn more about our guided approach to contact centre migrations.

Genesys PureConnect

Available both on-premises and in the cloud, the PureConnect™ platform is the omnichannel contact centre solution for mid-market to large organisations. Simple to administer and built to integrate with your other systems, you can tailor this platform to meet your specific needs and unlock additional features with subscription licences.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Partners

As a partner or independent consultant, you can count on Genesys for the technology, rewards and opportunities to grow your business. Customers can take advantage of a wide range of Genesys partners to move your project from planning to execution and beyond.

Learn

Apply best practices, skills and understanding to design, implement and sustain a successful strategy. Genesys Customer Success gives you access to expertise that’s built on years of experience powering the best interactions around the world.

Outbound call centre

Engage with customers on their terms

Customer engagement is more strategic than just running an email campaign. Proactively communicating with prospects in a timely, personalized and contextual way is good business. And when you extend an outbound call centre strategy across multiple automated and agent-assisted outbound channels, the results can be great. If you’re struggling to keep existing and prospective customers informed over their preferred channels, it’s probably frustrating for them, too. Existing customers have unmet expectations for updates on their accounts and the products they use. And when complications arise, they’ll default to call centre support. New leads are even less likely to convert when you’re unable to identify them for targeted campaigns. Build outbound call centre capabilities that turn leads into happy, loyal customers.

Take interactions to the next level with predictive dialing

The human touch is a powerful differentiator for businesses, but not when it’s wasted on time-consuming and outdated methods of dialing or returns the wrong contacts. Predictive pacing algorithms take automated dialing to a new level.

Predictive dialing software from Genesys accurately predicts agent availability, optimally paces outbound volume and filters out unproductive calls, such as voicemail, busy signals and disconnected numbers. Call centres that are new to predictive dialing see huge productivity gains when they free up agents’ time from unproductive contacts. Those agents instead connect with the right customers automatically. Increasing actual talk time with contacts means agent use their time more effectively and customers have a better experience with more personal attention.

Proactive callback keeps customers engaged

Proactively communicate with your customers in a timely, personalised and contextual way. When you anticipate customer needs and solve their problems, you’ll forge lifelong relationships. Build an outbound call centre strategy across automated and agent-assisted outbound channels to preempt inbound contacts, reduce customer churn and drive incremental revenue opportunities. You’ll gain even more efficiency by letting customers complete transactions through automated payment options. Then, if your customers want to speak with an agent at any point during a self-service interaction, they have a path to escalate to an agent.

Make it easy on your customers:

Use predictive dialing to target the right customers and streamline interactions

Automate notifications to save time and keep customers informed

Keep customers engaged with proactive callback

Genesys outbound call centre

Reach out to your customers

Make outbound part of your omnichannel engagement strategy

Being able to seamlessly blend interactions, pass context across all channels and cater to today’s mobile consumer frees your call centre from single-channel communication silos and lets you reap rewards from omnichannel engagement. For example, you can design some outbound call centre campaigns to drive high-value inbound calls into the call centre. At the same time, you can create other outbound campaigns to deflect avoidable inbound calls by proactively providing information, managing customer expectations and eliminating a customer’s need to contact the organisation.

Outbound call centre for marketing and sales

Boost conversion rates with multichannel campaigns

When you communicate with prospects and existing customers in a proactive, timely, personalised and contextual way, it is good for business. And when this becomes part of your outbound call centre strategy across multiple, automated outbound channels, the results are impressive. When you struggle to keep target audiences informed over their preferred channels, you miss opportunities to up-sell products and services. Stack the numbers in your favor—use automation to prioritise and distribute leads based on their value and timeliness, and watch conversion rates rise. You’ll also build valuable new opportunities and loyalty.

The outbound call center engagement playbook

Build high-value leads with automated notifications

Automating personalised communications adds new revenue opportunities without tying up sales reps—and it’s convenient for your prospects. Consider the revenue-generating possibilities around retail promotions, personalised discounts, discount vouchers and loyalty schemes. When you target the right people over their preferred channels, you build sales opportunities with greater potential for conversions. By automating notifications, you resolve issues and preempt inbound contacts, increase low-effort interactions, and drive incremental revenue opportunities. Do this correctly and you’ll free up sales reps to focus on other tasks.

Push your sales cycle forward with proactive callback

Increase online sales conversions and revenue by offering a callback based on the individual behavior of website visitors. For example, when a prospect triggers an engagement rule, monitor their behavior and reach out. If they fill out identifying data, initiate a callback.

This proactive approach improves customer experience by engaging with them in their choice of channels—building a seamless and intuitive connection across multiple channels. This approach offers:

Harness the power of predictive dialing

Use the power of human touch to your selling advantage. Let go of time-consuming and outdated methods of dialing and returning the wrong contacts. Genesys predictive dialing algorithms get the pacing and contact level right. Predictive dialing accurately determines rep availability, optimally paces outbound call centre volume and filters out unproductive calls, such as voicemail, busy signals and disconnected numbers. By increasing actual talk time with leads, sales reps use their time more effectively and increase revenue opportunities.

Sell more with list management and campaign tools

Reduce administrative slowdowns when your sales and marketing tools are integrated into a single, agile and easy-to-use tool. This positions you to boost sales conversions through higher contact and response rates using multiwave, multichannel campaigns that leverage both self-service and assisted service. For example, you can build an outbound call centre campaign strategy from a contact list that applies user preferences. As you gather responses, your knowledge base grows. Then you can leverage valuable, real-time insights to determine the right time to contact leads for better contact and response rates.

PureCloud outbound call centre

Administer powerful campaigns with outbound calling software

Execute dial modes and campaign tactics that keep call centre agents productive, costs low and contact rates high. Inbound and outbound blending is supported on the Genesys™ PureCloud™ platform, which ensures you have coverage across queues. Because dialing needs vary depending on campaign type and legal regulations, five different modes are offered:

Preview–Presents information about contact to the call centre agent before dialing, informing them whether to call or skip to the next record

Progressive–Reduces the risk of call abandonment by dialing one contact for each available agent

Power–Waits until an agent is available before placing a call. Adjusts the number of simultaneous calls placed by analysing previous calling attempts

Predictive–Predicts agent availability and places calls based on internal statistics

Agentless–Automatically responds to live contacts or answering machines

The call blending and predictive dialing capabilities of PureCloud allow agents to make outbound calls during quiet periods, significantly improving productivity and the levels of customer service.

Manage outbound dialing with the PureConnect Interaction Dialer

Choose intelligent outbound calls in any environment

The PureConnect™ platform puts you on the road to customer experience success by using the same outbound call centre software for both cloud and on-premises implementations. This makes a move to the cloud easy, intuitive and painless.

Access features and tools that enable you to leverage existing telco and voice infrastructure, meet the most stringent security and compliance requirements, and decide how and where data is stored. Once enabled, your system operates on a single-tenant cloud that’s comprehensive, secure and customisable. You control the tools you use and when to perform upgrades, which lets you make the best choices for your business—and your customers.

Selecting the right outbound call centre dialing option

Predictive dialer

Get more from each call. This predictive dialer integrates with your customer interaction software to boost outbound dialing, elevate agent productivity and improve contact success rates.

Skills-based dialing

Dialing based on your agents’ skills and availability is a perfect option for state-based licensing. Be certain that the agent contacting your customers is fully informed and ready to facilitate a simple interaction.

Blended dialing

With information on both inbound and outbound historical calls stored in a single system, you can utilise call blending to provide an integrated, personalised experience for each of your customers.

Optimise call scripting for performance

When it comes to call scripting, it’s important to test and adjust based on script performance. You can use a web-based form designer to create, test and publish websites or campaign scripts for use with Interaction Dialer campaigns.

Designed as a simple and intuitive tool that’s accessible to everyone. This makes editing and maintaining scripts a simple task instead of a technical request.

Allows you to adjust scripts, as needed, to boost agent performance and create positive outcomes for customers.

Avoid violations and fines with proven compliance technology

Craft an effective plan to meet compliance requirements

Complying with U.S. and international sales and collections regulations is a top concern for business. By using “do not call” services and tools, Interaction Dialer helps you keep outbound campaign compliance in check. Real-time connectivity to third-party Do Not Call (DNC) services, such as DNC.com (Contact Centre Compliance) and in-house DNC lists, further ensures regulatory compliance.

agent

Cover all the bases—connect to any SIP architecture

Thousands of customer organisations—no matter their technology or architecture—rely on the Interaction Dialer solution. The PureConnect platform offers a complete SIP-based “all-software” architecture to support outbound call centre campaigns in a VoIP environment with reduced IT complexity. Whether you choose to connect to legacy voice systems, replace your switches or continue using your existing phones, the PureConnect platform accommodates it. You could even eliminate desk phone hardware entirely with the built-in WebRTC soft phone—all you need is data connectivity, a laptop or desktop computer and your favorite headset.

Interaction Dialer

Boost your dialing campaigns

PureEngage outbound call centre management

Connect anytime on any channel for great customer experience

With Genesys outbound call centre software on the Genesys PureEngage™ platform, you can proactively communicate with customers in a timely, personalised and contextual way. Communicate across multiple automated and agent-assisted outbound channels. According to Forrester, 65% of organisations today have prioritised proactive customer communication to keep their customers informed. The result is greater profitability, maintained compliance and improved engagement.

Five ways to improve outbound engagement and customer experiences with mobile

When you manage customer expectations, resolve issues and keep them informed, you preempt inbound contacts, increase customer satisfaction, reduce churn and drive incremental revenue. Take it a step further and let customers complete transactions through automated payment options. If the customer wishes to speak with an agent at any point during a self-service interaction, Genesys outbound call centre software offers a path to escalate to an agent.

The Genesys Outbound Voice dialing algorithm was so much better than the systems we compared it with. We were able to improve our call-to-agent ratios by between 30% to 40%.

Blend inbound and outbound communications

To further improve your call centre efficiency, Genesys outbound software supports blended agents. By blending inbound and outbound calls either to a specific agent group or to the entire population of agents, you can increase agent utilisation, reduce overall call wait times and smooth overall call volume. Your call centre agents also can use text messaging and email to send on-demand messages to consumers during a call or to start a conversation. For example, schedule a service call by phone, then send a text-based reminder one day before the scheduled appointment. Plus, you can initiate outreach in one channel and expand to another channel if no response is received.

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.